Tales from the Corporate Frontlines: Coworkers Collaborate to Complete Successful Initiative
This short story, Coworkers Collaborate to Complete Successful Initiative, is part of AlphaMeasure's compilation, Tales From the Corporate Frontlines. It illustrates how important cooperation, collaboration, and communication are to achieving the common goals of a successful organization.
Anonymous Submission
The company where I work specializes in resolving customer service issues. The results of recent customer surveys convinced management that it was time to launch a company-wide performance improvement initiative. The version that was finally approved consisted of brief but intense training sessions in three areas: general customer service procedures, procedures and methods specific to each client serviced, and specific product issues and information. Three separate departments within the company were called upon to collaborate and make this initiative a success. Our HR department was responsible for coordinating and scheduling the training sessions. HR personnel also took on the task of procuring and delivering the general customer service training materials. The Customer Service Department's mission was to gather, organize and present information on specific client procedures, as well as to implement a procedure for updating the material to keep it current. The Technical Services Department called upon specially trained personnel to add to the general knowledge of all employees by identifying and explaining common troubleshooting issues.
The general goal of this initiative was to improve communication and encourage ongoing collaborative efforts. Management had determined that the quality of customer services depended heavily upon these three C's---cooperation, collaboration, and communication between key departments in the company---and the initiative was created as a stepping stone toward making our service the best in the field.
Here is what we learned through periodic progress checks and focus group interviews:
On the whole, our employees cooperated very well, even across departmental lines. Work progressed at a steady pace and those in charge of organization did an excellent job keeping everything on track.
There were some problems due to the fact that HR personnel at times felt overburdened. In addition to coordinating and actually delivering training sessions, personnel were still handling routine HR duties. As the department with the smallest number of employees, they were somewhat resentful at being assigned the largest share of the workload. Management worked with the HR department to resolve these issues and create a plan for future initiatives.
The departments generally worked together in a spirit of partnership and collaborated to make the initiative a success. Ratings reports showed that service improved markedly and remained improved for three quarters after the end of the project. Management was correct---cooperation, collaboration, and communication are essential elements to the process of building, growing, and maintaining a successful business for the long term.
© 2005 AlphaMeasure, Inc. - All Rights Reserved
This article may be reprinted, provided it is published in its entirety, includes the author bio information, and all links remain active.
Measure. Report. Improve your organization with AlphaMeasure employee surveys.
Josh Greenberg is President of AlphaMeasure, Inc.
AlphaMeasure provides organizations of all sizes a powerful web based method for measuring employee satisfaction, determining employee engagement, and increasing employee retention.
Launch your employee surveys with AlphaMeasure.
 Google News Updated : Tue, 07 Oct 2008 20:50:00 GMT AIG's ex-CEOs blamed for crisis - CNNMoney.com
CNNMoney.com - House panel chairman says executives got undeserved riches, while ex-CEOs blame accounting rules and market conditions for leading to $85B bailout. Joe Cassano: The Man Who Brought Down AIG? AIG CEOs Blame Each Other, Accounting for Insurer's Downfall Publ.Date : Tue, 07 Oct 2008 19:11:18 GMT Sleuth's Presidential Debate Watch Game - Washington Post Washington Post - Tonight's debate watch games probably won't be as much fun as last week's Palin Bingo. But don't fret, there are still games to be played during this second presidential debate between John McCain and Barack Obama. 'Aggressive' debate expected between McCain, Obama * McCain looks for way to stop Obama's momentum Publ.Date : Tue, 07 Oct 2008 20:08:21 GMT Qantas Involved in Another Air Incident - New York Times
New York Times - By Liz Robbins It has been 20 years since Dustin Hoffman’s character Raymond Babbitt in “Rain Man” made Qantas synonymous with air safety, claiming he would only fly the Australian airline because it had never crashed. Qantas passengers arrive in Perth after mid-air ordeal Fifteen badly hurt as Qantas jet drops Publ.Date : Tue, 07 Oct 2008 20:24:06 GMT Thai Army Sends Troops to Help Police Keep Peace - Washington Post
Washington Post - Thailand's military agreed Tuesday to deploy hundreds of unarmed soldiers to the streets of Bangkok to help police restore order after violent clashes between police and protesters that left at least 1 person dead. Video: Raw Video: Tear Gas Fired at Thai Protestors Troops deployed as one dead, hundreds hurt in Thai protests Publ.Date : Tue, 07 Oct 2008 16:12:03 GMT Cough, Cold Drugs Not for Kids Under 4 - WebMD
WebMD - By Miranda Hitti Oct. 7, 2008 -- Don't use over-the-counter pediatric cough and cold drugs in kids younger than 4. Leading makers of over-the-counter pediatric cough and cold drugs are putting that message on the products' labels, according to the ... Cold, Cough Medicines for Children Get Added Warnings (Update3) Drug Companies Say No Cold Meds for Kids Under 4 Publ.Date : Tue, 07 Oct 2008 18:48:20 GMT Bernanke hints at possible interest rate cut - MarketWatch
MarketWatch - By Greg Robb, MarketWatch WASHINGTON (MarketWatch) - Federal Reserve Chairman Ben Bernanke opened the door on Tuesday for a possible interest rate cut to help rescue the economy from a severe downturn, admitting that the global panic in the financial ... Video: Bernanke signals possible rate cut Bernanke: Economic outlook weaker Publ.Date : Tue, 07 Oct 2008 20:18:10 GMT Wells Fargo may get lion's share of Wachovia deposits: report - MarketWatch
MarketWatch - By John Spence, MarketWatch BOSTON (MarketWatch) -- Wells Fargo & Co. may get as much as 80% of Wachovia Corp.'s deposits, with the remainder likely going to Citigroup Inc., according to a published report Tuesday. Citi, Wachovia, Wells temporarily halt litigation Wachovia shares waver as Citi, Wells Fargo wrangle Publ.Date : Tue, 07 Oct 2008 20:17:51 GMT More Web Site Traffic |
PARLOT::Ebooks, Scripts,
Websites, and more... A lone ranger is someone who prefers working in solitude... Read More Many times business owners can have significant differences in management... Read More In a previous life I was a Navy Pilot. Great... Read More There is a pervasive assumption that small firms are more... Read More Creativity can be defined as problem identification and idea generation... Read More If you think ahead and plan, many nightmare panic and... Read More If there is someone nearby as you read this look... Read More Fundamentals in Place? There is a designated place for everything... Read More Here's a productivity tip that will save you a lot... Read More I have always said that if I were to write... Read More Look for sponsors and solution owners rather than problem owners.Everyone... Read More When looking to outsource overseas for Plastic Injection Molds or... Read More Certain processes enhance creative output and others enhance innovative output.... Read More My background is in retail management - yes, running stores,... Read More To release creativity in employees, managers must get involved in... Read More There are 12 essential elements of a successful internal communications... Read More OBSTRUCTIONS: 1. Staff deficiencies. Lack of confidence in employees quite... Read More Many kinds of interferences or disturbances can confuse a message.... Read More Industrial/clinical psychology and applied psychiatry have made tremendous strides in... Read More Ellen was a clerk working for a large insurance company.... Read More Bar Charts and the Information ChallengeWhether one is an unknown... Read More I sit on the board of an organization and at... Read More Everyone at the office thought that using the company e-mail... Read More FEAR! To what extent does fear rule your life? How... Read More In a management role procrastination can seriously hold back progress... Read More
Adsense
websites
Lone Rangers Suffer without Tonto
Is Your Management Style Assisting or Hurting Your Business?
Never Hire Anyone Dumber Than You Are!
Creativity and Innovation - Large Firms Versus Small Firms
Creativity and Innovation Management ? Idea Progression
10 Steps When You Need Help in Your Business
Identifying Potential in Ourselves and Others
Characteristics/Attributes of a Lean Operation
Using Outlook to Count Responses
Power of Pinpointing Accountability
Problem-Solving Success Tip: Look For Sponsors And Solution Owners
Avoid Outsourcing Pitfalls in the Injection Molds and Stamping Dies Markets
Lateral Thinking, Logical Thinking, Applied Creativity
Make a Difference - Sweat the Small Stuff First
Unlock the Hidden Creativity of Your Employees
Internal Communication: 12 Essential Elements
Delegation Obstructions
How Invisible Communication Barriers Kill Productivity
The Art of Motivation and Need Fulfillment
The Paradox of Job Enrichment
Bar Charts Brought to Life: Index of Interactive Information for HTML and PDF
Managing YOUR Expectations
Why Your Company Needs An E-Mail Policy
Keep The Faith - Transform The Fear
Procrastination and JDI!
Affordable and Reliable Web Hosting Starting at $4.49/Month
Why Businesses Need to Start Nurturing Collective Wisdom
COLLECTIVE WISDOM CAN BE AN effective tool for solving the... Read More
Take Control of Your Paper in 3 Easy Steps
Do you have piles of paper on your desk. Many... Read More
Maximizing Sales through the Ultimate Tracking Software
Every small to mid-sized business owner would love to know... Read More
Success in Business Means Managing Negative Emotions
You may have the MBA but if an internal critic... Read More
Performance Management - Getting The Most Out of Your Employees
Managing for Best PerformanceIn it's simplest form, performance management is... Read More
Todays Employees and Their New Needs: What You Need to Know
Today's employees are not only interested in security or in... Read More
Top Ten Tips About Communicating with Your Employees Effectively
Communication is the basis of who you are as a... Read More
Can Your Business Run Without You?
If you are a business owner or a business owner... Read More
Ten Relationship Traits And Skills For Good Leadership
An important aspect of good leadership is the ability to... Read More
Management Coaching to Improve Relationships with Work Associates
As a recent employee to your job, you are becoming... Read More
How To Turn Business Losses Into Cash Flow
When the typical new business operator starts a business, they... Read More
Employee Motivation: It?s More Than A Paycheck
Managers often ask, usually with exasperation, "How can I keep... Read More
Million Dollar Support System For You and For Your Business
Whether you are a consultant, coach, business owner, doctor, professional,... Read More
Blame Culture Blues - How the Language of Blame Manifests Organisational Underperformance
If you have ever worked within a large organisation then... Read More
Presenteeism: The Hidden Costs of Business
(prez.un.TEE.iz.um) nPresenteeism, a relatively unknown concept, is the complement of... Read More
Overcoming Perfectionism
Perfectionism can get in the way of building or marketing... Read More
Computer Consulting Profit Secrets
Do you own or manage a computer consulting company? Are... Read More
You Didnt Use Brainstorming to Select Your Measures, Did You?
IntroductionWhen Alex Osborn invented the creativity technique called brainstorming, I... Read More
ISO 9001, What Next?
The overriding goal of ISO-14000. (History 1995)As ISO-9000 becomes a... Read More
How to Make the Best of it - Take Your Weather with You
I once worked in a place where there were three... Read More
Riding the Waves to Success
Last week I was confused and frustrated about a few... Read More
Ten Business Reasons Why Asking for Help Works
In fact, bringing your people - any of them -... Read More
MANAGING CRISIS; when you?re too good at it
When you are acclaimed for excellence during times of crisis... Read More
13 Comments on Bad Meetings
Bad meetings are a cultural malady that senior executives pass... Read More
Provisioning/User Management System Upgrades: Part I -- Ten Reasons Why Not To Do An Upgrade
Tommy Sherman daily monitors a helpdesk-provisioning queue for a large... Read More
Business Management |